Difficulties encountered in 2024 with
implementing certain recommendations
linked to the crisis
The discussions held throughout 2023 between the Ombudsman,
the ENGIE Group’s Divisions and consumer associations, helped identify
areas for improvement for the company.
Overview
2023
Consumer energy
suppliers
— CONTRACT —
Keep the tarif f study conducted
when the customer moves house
to demonstrate the quality of
professional advice and justify the
amount of the estimated monthly
payment.
Consumer energy
suppliers
CONTRACT
Align the payment schedule for
monthly instalments with
contractual periods rather than the
timing of adjustment invoices
In particular send the new payment
schedule for the new instalments
at the time of contract renewal
Consumer energy
suppliers
— CONTRACT —
Get rid of renewal letters that do not
clearly indicate that prices will
signif icantly increase to encourage
the consumer to compare their new
rate with the old one, so they can
make an informed choice. Indicate
both the old price and the new price
on the contract renewal letter.
Consumer energy
suppliers
CONTRACT
Indicate the kWh prices in cents
rather than euros in contractual
documents
DGP-CEE
— ENERGY SAVINGS BONUS —
Do not exceed the amounts imposed
by the framework of regulatory
requirements in the payment of
“Energy Savings Bonuses” and
ensure compliance with the
French Consumer Code.
Consumer Division
(DGP)
— BILLING AND PAYMENT —
Accompany consumption
adjustments during the billing cycle
with detailed information and
explain complex accounting
operations.
Consumer energy
suppliers
— MEDIATION PROCESS —
Improve the complaints handling
process for energy suppliers to
prevent the Mediation service from
gradually becoming a complaints
handling department.
ENGIE Home Services
EHS
MEDIATION PROCESS
Agree to implement a
Method Agreement mediation
solution that outlines the parties
future responsibilities
A review of the implementation of the eight recommendations made by the Con-
sumer Ombudsman for the ENGIE Group in 2023 has shown mixed results: some
of these recommendations involve major changes to IT systems, which has led to
additional delays. All the Divisions involved have stated their intention to fol-
low these recommendations. The implementation of some of these measures has
been delayed due to the crisis (for more details, see p. 28 to 32).
62%
Recommendations made
in 2023 currently being
implemented
38%
Recommendations made in
2023 already implemented
Proposing
recommendations
27
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